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Update on our response to the Coronavirus outbreak

As a result of the Coronavirus outbreak Openreach has issued a statement of MBORC

As a result of the Coronavirus outbreak Openreach has issued a statement of MBORC (Measures Beyond Our Reasonable Control) that will significantly impact the delivery for the following ultrafast products with immediate effect.

  • Gfast
  • SOGfast

The appointment books will be pushed out to 1 March and beyond. Openreach will work in the coming days to provide an escalation process to CPs in cases where the end customer has no existing broadband service or is receiving a service of less than 30Mbps (to help support home working and schooling)

In the next few days, for inflight orders, Openreach will reschedule to March and beyond orders where the customer has an existing broadband service with Openreach above 30Mbps. Openreach will work with CPs on the associated detailed process in the coming days

Unappointed FTTP orders, such as greenfield FTTP provisioning, will be unaffected

For Service Delivery (SD) - Consumer residential

Openreach will remain in Amber working across the UK, with processes remaining unchanged for most journeys, specifically:

  • Engineers will only enter premises to provision orders working up to the NTE/ONT
  • For repair work engineers will work in the network and only enter end customer premises where needed on appointed Total Loss of Service

For Fibre and Network Delivery (FND) - Ethernet and business connectivity

Openreach moved to Amber working across the UK with effect from 6 January 2021, with the following provisos:

  • Where essential businesses remain open (and CPs can give Openreach safe access to the end customer premises), Openreach will provide Ethernet service end-to-end, while following safe working practices to complete the work
  • Where Openreach cannot gain safe building access, or follow safe working practices, then external build to the curtilage will continue
  • Openreach will not do internal survey and network build work for FTTP brownfield MDUs, however, will continue to progress other FTTP build activities.

What this means for you

We’d like to reassure you that KCOM is still open for business and you can continue to place orders with us. We’ll work closely with you to manage lead times and priorities for your business and we’d encourage you to place orders as early as possible to help us deliver them as the situation is rapidly changing.

As always, your account and service teams will work with you to keep you informed, so please discuss any special requirements with them.   

The safety of our workforce and our customers is paramount so we ask that you and your site contacts follow the steps below for when we are carrying out work in your premises.


  1. Enforce social distancing
  • Allow engineers on site be able to maintain a 2-metre safe working distance at all times
  • Enable a clear workspace for engineers, and if possible, provide a clear walk through for engineers while on site


  1. Help minimise risk
  • Please wipe down any surfaces in which an engineer may come in contact when working on site
  • If possible open any windows or doors where an engineer is likely to have to work


  1. Be aware
  • If an engineer needs to enter your business or home, please be aware that they may put on a mask and / or gloves
  • On the day of the visit the engineer may contact you asking a number of screening questions

How you can help us

Please continue to work with us to ensure engineer site visits are not wasted, by making sure site contacts are well informed of what will be happening on the day of an appointment and supporting the safe working practices outlined above.

We will do our absolute best to meet your SLAs and delivery lead times, however, we hope you will be understanding if this is not possible during the pandemic.

We continue to evaluate all our operations as the situation develops. We are determined to play our part in supporting you during this time.

Kind regards


Iain Shearman

Managing Director